The annual Aspect Consumer Experience Index is out but before we dive into the data, I want to take a look at some things going on in the customer service market that will give us a little perspective first.

Every year, Deloitte releases an annual survey designed to gather insight from the rapidly evolving contact center landscape, offering leaders from within the industry greater knowledge and actionable intelligence into the trends that will impact their operations in the years to come.

Many of the latest contact center management tools on the market today are designed to bridge the gap between consumer preference and businesses objectives. By using tools like automation and business intelligence together, contact centers can not only reach larger, more targeted prospects that will …

The role of the contact center has never been more critical to the overall success of your business strategy than it is today. But in light of the recent hurricanes that have devastated Texas, Florida and the Caribbean, contact centers have taken on a new …

My Dad, much to his dismay, was frequently the last to know anything of importance in our family. Though not always intentional, he was often left in the dark about conflicts, injuries, or broken housewares until long after they were resolved, healed or clandestinely replaced. …

Here at Aspect, we believe that the voice of the consumer has become too strong, too loud to be ignored. So, it’s simply not enough for a brand to say they’re listening. It’s time for companies to show their customers that they are being heard. …

Love him or hate him, few football fans will contest the savvy of New England Patriots head coach Bill Belicheck. While he has benefited with arguably the greatest quarterback to play the game in Tom Brady manning the helm of his offense for the last …

Over the past few years, contact center spending has increased significantly as savvy businesses transform their processes to meet the growing demand for high-quality customer support. But the important thing to remember is that improving customer service doesn’t happen simply by expanding your budget.

When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. This isn’t just about leg room, and it isn’t even about being forcibly dragged off a plane. In fact, despite several recent PR missteps, the airline …

Seize the day. Life is short. Time is money. There are plenty of popular sayings that remind us just how precious every moment should be. And even if you’re living these maxims to the fullest in your own time, recent evidence suggests that many businesses …